AccountId: 011433970860
ContactId: f0bebc1a-5d02-4ca0-b8d8-eefcb84b9d25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97519 ms
Total Talk Time (AGENT): 53438 ms
Total Talk Time (CUSTOMER): 38489 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f0bebc1a-5d02-4ca0-b8d8-eefcb84b9d25_20250321T13:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was trying to verify eligibility and benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and the callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what was that?
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Oh yes it's 02518421.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. It'd be my pleasure to assist you with eligibility for [PII]. I'm showing that her policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Oh, OK, got you. 1215 24. OK, all right, can I just have a reference number please?
[AGENT][POSITIVE] It's gonna be my name and today's date, and I spell my name [PII] [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Uh, no, that would be all, thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day and a happy weekend.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.